Senior Support Lead

Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps

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HCLTech is seeking a Senior Support Lead in India to manage customer escalations, conduct root cause analysis for critical issues, and drive continuous improvement in support processes. This role involves collaborating with product and development teams to enhance product design and provide technical assistance to team members.

Job Summary

To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

Other Requirements

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